What is Norton Virus Protection Promise?

Many Norton offerings come with an additional benefit called the Norton Virus Protection Promise, which includes access to Norton experts who can work with you to diagnose and remove viruses should you run into any problems during your subscription. In the unlikely event that Symantec is unable to remove a virus from your device, you may be entitled to a refund of the Norton subscription or Norton bundle (as applicable).

How to determine if you are eligible for the Norton Virus Protection Promise

In the My Subscriptions page, select the subscription and check to see if the Virus Protection Promise is available.

Under ADDITIONAL BENEFITS, Virus Protection Promise will be displayed.

How to use the Norton Virus Protection Promise if you think you are infected

If you think your computer is infected, we recommend that you run a Full System Scan using your Norton product. If Full System Scan does not solve the problem, you can use Norton Power Eraser to quickly detect and remove the threats.

By default, Norton Power Eraser performs a Rootkit scan and requires a system restart. When you see a prompt to restart the computer, click Restart. If you do not want to include the Rootkit scan, go to Settings, and uncheck the option Include Rootkit scan (Requires a system restart).

After the computer is restarted, the scan starts automatically. Follow the on-screen instructions.